Key Responsibilities
Provide onsite or online technical support to field technicians, customer service and sales teams
Manage and create site inspection, delivery, installation and servicing schedule for Bath and Wellness
Conduct site inspections and site meetings as needed
Review service reports, schedule follow up calls, if necessary, and ensure that all critical issues are resolved in a timely manner
Identify key product and service issues and escalate to the Service Manager or to brand principals if necessary
Establish and monitor KPIs: First call resolution, backjobs, average response time, average resolution time, etc.
Ensure all work-related equipment and tools are utilized and maintained in a safe and responsible manner. Ensure all work-related tasks are performed in compliance with Focus Global guidelines and appropriate Health & Safety measures.
Candidate must have a Bachelor's Degree in Sanitary Engineering or any related course
Preferably a Licensed Master Plumber
Field service experience in a similar product category (bathroom and wellness)
Strong written and verbal communication skills
Able to multitask, set priorities and manage time effectively